Aliases

What is the Alias feature?

The Alias feature is designed to enhance the privacy and security of agents while ensuring effective communication with end customers. This feature allows agents to use a preferred name (alias) when interacting with customers, instead of their real names.

How the Alias works:

1. Setup: Each agent can set up their alias by adding a preferred first name and an optional last name in their agent settings.
2. Visibility: Once set, the alias will replace the agent’s real name in all customer communications, including emails, chat interactions, and any other customer touchpoints.
3. Accountability: While the alias is used for customer interactions, Inbox admins will still have access to agents' real names for accountability purposes and tracking.

Additional features:

Transcript options: When transcripts of interactions are downloaded, agents will have the option to include either their alias or real name, depending on their needs.